Service Type List Page
Create a New Service Type
To create a new queue, select the New Service Type button.
Modify an Existing Queue
To modify a an existing service type, select the service type name from the list to enter service type configuration page.
Service Type Configuration Page
General Tab
Name: Enter a name for the service type. Duplicate names are not allowed within the same queue.
Class: Choose whether the service type is primary or additional.
Primary service types are presented to the customer first.
Additional service types are optional service types that allow the customer to be able to join a queue or book an appointment for multiple services at the same time. Additional service types must be associated with a primary service type.
Redirect to URL service types will send customers to a webpage of your choosing. This can be useful in directing customers to information that may resolve quick questions for which they don't necessarily need to join a queue or book an appointment.
Category: Choose a category for the service type. Categories allow you to group similar service types together on the customer site and kiosks to simplify the customer experience and interface, particularly if the queue has many service types. Click here to learn how to create and manage categories.
Duration: Enter the number of minutes this service type typically takes for staff to complete. For appointments, this should value should be as accurate as possible, as it determines how long an appointment is booked for. For walk-in tickets, it is not important this value be super accurate.
Service Type Color: Each queue's tickets on the queue page may be assigned a unique color via HEX code. If a queue color has also been assigned, this will override it.
Additional Details: You may choose to enter additional information in rich text format that appears in a popup window immediately after the customer chooses the service type on the customer site and kiosks.
Appointment Confirmation Details: You may choose to enter additional information in rich text format that appears on the appointment confirmation page the customer is redirected to upon confirming an appointment on the customer site and kiosks.
ServiceTypeDetails Keyword: You may choose to enter additional information in basic text format that can be inserted into SMS or email communication template messages. If this is being utilized in SMS messages, be mindful of the character count, as it is added to the character count of the communication template you are inserting into, which is limited to 160 characters total. We recommed keeping it as short as possible.
Behavior Tab
Enabled: Tickets may be created and appointments may be booked for the service type, and the data will them will appear in dashboards and reports. Disabling the service type is an alternative to deleting it entirely, if you wish to turn it back on later without having to set it up from scratch.
Display for Walk-In on Customer Site: The service type can be displayed on the customer site, allowing customers to join the queue.
Display in Call Center: The service type can be displayed in the call center page, allowing staff to add customers to the queue.
Display on Map: The service type can be displayed on the customer map.
Show when displaying additional service types on the appointment booking page: The service type can be presented as an additional service type when customers book an appointment for a different service type, even if it's assigned as a primary service type in the General Tab.
Display for Walk-In on Kiosks: The service type can be displayed on kiosks, allowing customers to join the queue.
Disable customer communications for this Service Type: Communication template messages will not send to the customer for this service type, regardless of which communication templates are enabled.
Custom Message if Changed or Transferred to this Service Type: Customers receive a custom message if a ticket is transferred or changed from another service type to this service type.
Request Waivers/Forms: Choose one or more forms or waivers the customer must complete prior to joining the queue or booking an appointment for the service type. Waivers can be made optional or mandatory. To learn how to create an manage waivers/forms, click here.
Auto Transfer Ticket: When a customer joins the queue for this service type, the ticket will automatically transfer to another service type at either the same or another location.
Auto Transfer Completed Ticket and Place Back in Queue: When a ticket for this service type is marked as complete by a staff member, instead of closing, the ticket will automatically transfer to another service type at either the same location or a another location and move to a wait stage of your choosing.
Request Image/Document Upload: Choose to request or mandate the customer upload an image or document prior to joining the queue or booking an appointment for the service type. You may also enter a custom prompt for the request.
Automatic Walk-In Ticket Priority Increment: The priority of walk-in tickets in the queue for this service type will automatically increase after a specified number of minutes, and stop incrementing once it reaches a specified priority. Please note ticket position and ticket priority are not the same thing. For more information on ticket priority, click here.
Specify Meeting Methods: Choose what meeting methods you'd like customers to be able to select for service-in person, by phone, or online-for this service type. If you only wish to provide in person service, disable the Specify Meeting Methods toggle entirely.
For online meetings, you may choose your desired platform(s).
You may also choose whether to ask the customer for their preferred meeting method on kiosks, but this is not common, as kiosks are typically on-site which means in person service is already assumed.
Appointments Tab
Enable Appointments: Appointments may be booked for the service type. Disabling the service type is an alternative to deleting it entirely, if you wish to turn it back on later without having to set it up from scratch.
Enable online booking for this service type: The service type can be booked by customers on the customer site. If this is disabled, only staff may book appointments on customers' behalf (or kiosks, if enabled).
Appointments may be booked via kiosks: The service type can be booked by customers on kiosks. If this is disabled, only staff may book appointments on customers' behalf (or on the customer site, if enabled).
Require this direct link (hide from public service list): Appointments may be booked on the customer site, but the booking page for this service type does not appear on the landing page. Instead, the displayed URL or QR code must be manually sent to customers.
New Appointments Immediately Placed in Queue: When a customer books an appointment for this service type, a ticket for the appointment is immediately placed in the queue instead of waiting until the arrival time set in appointment settings.
Automatic Appointment Ticket Priority Increment: The priority of appointment tickets in the queue for the service type will automatically increase by the specified amount if the appointment start time is less than the specified number of minutes away. Please note ticket position and ticket priority are not the same thing. For more information on ticket priority, click here.
Availability Quantity: Enter the quantity appointments for the service type will subtract from an availability. This should almost always be set to the default of 1.
Minimum Hours in Advance to Book: Enter the minimum number of hours in advance customers are able to book appointments for the service type.
Minimum Hours in Advance to Cancel: Enter the minimum number of hours in advance of their appointment for this service type that customers are able to cancel.
Maximum Days in Advance to Book: Enter the maximum number of days hours in advance customers are able to book appointments for the service type.
Prevent staff form booking appointments beyond booking window: Staff booking appointments on behalf of customers must adhere to availability, just like customers, unless they are assigned a role with the override booking permission.
Do not allow customers to book same-day appointments: Customers may not book same-day appointments, even if the maximum days in advance is set to 0.
Use business hours for above settings: The minimum and maximum booking values only take into considering hours in which the location is open instead of the entire 24/7 calendar.
